{"id":2961,"date":"2026-05-25T02:22:18","date_gmt":"2026-05-25T06:22:18","guid":{"rendered":"https:\/\/bkfinancialservices.ca\/complaint-handling-policy-and-dispute-resolution-procedure\/"},"modified":"2026-05-25T02:29:54","modified_gmt":"2026-05-25T06:29:54","slug":"politique-et-procedure-de-traitement-des-plaintes","status":"publish","type":"page","link":"https:\/\/bkfinancialservices.ca\/fr\/politique-et-procedure-de-traitement-des-plaintes\/","title":{"rendered":"Politique et proc\u00e9dure de traitement des plaintes"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Boris Kolodner Financial Services (BK Financial Services)<\/strong><strong><br><\/strong><strong>Derni\u00e8re mise \u00e0 jour :<\/strong> 25 mai 2026<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>1) Objet de la politique<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">La pr\u00e9sente politique a pour objet d\u2019encadrer la r\u00e9ception, le traitement des plaintes et le r\u00e8glement des diff\u00e9rends concernant les services offerts par <strong>BK Financial Services<\/strong>. Elle d\u00e9crit notamment :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>la fa\u00e7on de d\u00e9poser une plainte ;<\/li>\n\n\n\n<li>les d\u00e9lais et \u00e9tapes de traitement ;<\/li>\n\n\n\n<li>la tenue d\u2019un dossier de plainte ;<\/li>\n\n\n\n<li>la possibilit\u00e9, \u00e0 la demande du plaignant, de <strong>transf\u00e9rer le dossier \u00e0 l\u2019Autorit\u00e9 des march\u00e9s financiers (AMF)<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2) Mise en place de la politique<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">BK Financial Services est responsable de la mise en application de la pr\u00e9sente politique et s\u2019assure de :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>recevoir et traiter les plaintes de fa\u00e7on diligente et \u00e9quitable ;<\/li>\n\n\n\n<li>documenter le traitement et la r\u00e9ponse finale ;<\/li>\n\n\n\n<li>communiquer la pr\u00e9sente politique sur demande et\/ou via le site web.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3) D\u00e9finition d\u2019une plainte<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Aux fins de la pr\u00e9sente politique, une <strong>plainte<\/strong> comporte g\u00e9n\u00e9ralement les trois \u00e9l\u00e9ments suivants :<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>un <strong>reproche<\/strong> \u00e0 l\u2019endroit de BK Financial Services ;<\/li>\n\n\n\n<li>l\u2019identification d\u2019un <strong>pr\u00e9judice<\/strong> r\u00e9el ou potentiel (ou d\u2019un inconv\u00e9nient) ;<\/li>\n\n\n\n<li>une <strong>demande de mesure correctrice<\/strong> ou de redressement.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Ne constitue g\u00e9n\u00e9ralement <strong>pas<\/strong> une plainte :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>une demande d\u2019information ou de clarification ;<\/li>\n\n\n\n<li>une demande de service (ex. prise de rendez-vous, mise \u00e0 jour administrative) ;<\/li>\n\n\n\n<li>une d\u00e9marche informelle visant \u00e0 corriger un probl\u00e8me ponctuel, lorsqu\u2019elle est r\u00e9gl\u00e9e dans le cours normal des activit\u00e9s <strong>sans qu\u2019une plainte soit formul\u00e9e<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>4) D\u00e9p\u00f4t et r\u00e9ception d\u2019une plainte<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Le plaignant est invit\u00e9 \u00e0 transmettre sa plainte <strong>par \u00e9crit<\/strong>, en incluant :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>son nom et ses coordonn\u00e9es ;<\/li>\n\n\n\n<li>la description des faits (dates, \u00e9v\u00e9nements, documents pertinents) ;<\/li>\n\n\n\n<li>le pr\u00e9judice all\u00e9gu\u00e9 ;<\/li>\n\n\n\n<li>la mesure demand\u00e9e (ce que vous souhaitez comme correction).<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Canaux de d\u00e9p\u00f4t :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Courriel :<\/strong> <a href=\"mailto:contact@bkfinancialservices.ca\">contact@bkfinancialservices.ca<\/a><\/li>\n\n\n\n<li><strong>T\u00e9l\u00e9phone :<\/strong> <a href=\"tel:+15148345558\" type=\"tel\" id=\"tel:+15148345558\">+1 (514) 834-5558<\/a> (si la plainte est verbale, elle sera r\u00e9sum\u00e9e par \u00e9crit)<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Si une plainte est re\u00e7ue verbalement, la personne qui la re\u00e7oit en fera un <strong>r\u00e9sum\u00e9 \u00e9crit<\/strong> et l\u2019ajoutera au dossier.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>5) Accus\u00e9 de r\u00e9ception<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Dans un d\u00e9lai de <strong>10 jours<\/strong> suivant la r\u00e9ception de la plainte, BK Financial Services transmet un <strong>accus\u00e9 de r\u00e9ception<\/strong> qui comprend g\u00e9n\u00e9ralement :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>un r\u00e9sum\u00e9 de la plainte (reproche, pr\u00e9judice, mesure demand\u00e9e) ;<\/li>\n\n\n\n<li>le nom et les coordonn\u00e9es de BK Financial Services ;<\/li>\n\n\n\n<li>toute information manquante n\u00e9cessaire au traitement ;<\/li>\n\n\n\n<li>un d\u00e9lai pour transmettre les informations manquantes, avec l\u2019avis qu\u2019\u00e0 d\u00e9faut, la plainte pourrait \u00eatre r\u00e9put\u00e9e abandonn\u00e9e ;<\/li>\n\n\n\n<li>une copie (ou un lien) vers la pr\u00e9sente politique ;<\/li>\n\n\n\n<li>un avis sur le droit de demander le <strong>transfert du dossier \u00e0 l\u2019AMF<\/strong> si le plaignant est insatisfait du traitement ou de la position finale ;<\/li>\n\n\n\n<li>un avis indiquant que l\u2019AMF peut, lorsqu\u2019elle le juge opportun, offrir un service de r\u00e8glement des diff\u00e9rends ;<\/li>\n\n\n\n<li>une mention rappelant que le d\u00e9p\u00f4t d\u2019une plainte n\u2019interrompt pas les d\u00e9lais de prescription applicables en mati\u00e8re civile.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>6) Ouverture et tenue d\u2019un dossier de plainte<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Chaque plainte fait l\u2019objet d\u2019un <strong>dossier distinct<\/strong>, pouvant contenir :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>la plainte \u00e9crite (ou le r\u00e9sum\u00e9 de la plainte verbale) ;<\/li>\n\n\n\n<li>une fiche de plainte indiquant : reproche, pr\u00e9judice all\u00e9gu\u00e9, mesure demand\u00e9e ;<\/li>\n\n\n\n<li>les documents et communications pertinents ;<\/li>\n\n\n\n<li>l\u2019analyse effectu\u00e9e ;<\/li>\n\n\n\n<li>la r\u00e9ponse finale \u00e9crite et motiv\u00e9e.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>7) Processus de traitement et d\u00e9lais<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">BK Financial Services traite la plainte et transmet une <strong>r\u00e9ponse \u00e9crite<\/strong> dans le d\u00e9lai le plus \u00e9loign\u00e9 des deux suivants :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>30 jours<\/strong> suivant l\u2019envoi de l\u2019accus\u00e9 de r\u00e9ception ; ou<\/li>\n\n\n\n<li><strong>30 jours<\/strong> suivant la r\u00e9ception des informations additionnelles demand\u00e9es au plaignant.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Si la plainte est complexe ou requiert un traitement plus long, BK Financial Services enverra un <strong>avis d\u2019\u00e9tat d\u2019avancement<\/strong> indiquant :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>les d\u00e9marches en cours ;<\/li>\n\n\n\n<li>les d\u00e9lais additionnels requis (avec justification).<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>8) Analyse et r\u00e9ponse<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Analyse :<\/strong> BK Financial Services examine la plainte, collecte les informations n\u00e9cessaires, et analyse les documents pertinents.<br><strong>R\u00e9ponse :<\/strong> La r\u00e9ponse est <strong>\u00e9crite et motiv\u00e9e<\/strong>, et pr\u00e9cise s\u2019il s\u2019agit d\u2019une <strong>position finale<\/strong>. Si la r\u00e9ponse est finale, elle rappelle le droit du plaignant de demander le transfert du dossier \u00e0 l\u2019AMF.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>9) Transfert du dossier \u00e0 l\u2019AMF<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Si le plaignant souhaite que sa plainte soit transf\u00e9r\u00e9e \u00e0 l\u2019AMF, il doit en faire la demande \u00e0 BK Financial Services (id\u00e9alement par \u00e9crit).<br>\u00c0 la r\u00e9ception d\u2019une demande de transfert, BK Financial Services transmettra le dossier \u00e0 l\u2019AMF selon les modalit\u00e9s applicables, apr\u00e8s avoir retir\u00e9 les renseignements personnels <strong>non pertinents<\/strong> au traitement de la plainte.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>10) Coordonn\u00e9es \u2013 Responsable du traitement des plaintes<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>BK Financial Services \u2014 Traitement des plaintes<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Courriel : <a href=\"mailto:contact@bkfinancialservices.ca\">contact@bkfinancialservices.ca<\/a><br>T\u00e9l\u00e9phone : <a href=\"tel:+15148345558\" type=\"tel\" id=\"tel:+15148345558\">+1 (514) 834-5558<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Boris Kolodner Financial Services (BK Financial Services)Derni\u00e8re mise \u00e0 jour : 25 mai 2026 1) Objet de la politique La pr\u00e9sente politique a pour objet d\u2019encadrer la r\u00e9ception, le traitement des plaintes et le r\u00e8glement des diff\u00e9rends concernant les services offerts par BK Financial Services. Elle d\u00e9crit notamment : 2) Mise en place de la [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_yoast_wpseo_focuskw":"","_yoast_wpseo_title":"Politique de traitement des plaintes | BK Financial Services","_yoast_wpseo_metadesc":"Proc\u00e9dure de traitement des plaintes chez BK Financial Services : d\u00e9p\u00f4t, accus\u00e9 de r\u00e9ception, analyse, r\u00e9ponse \u00e9crite, d\u00e9lais et transfert possible \u00e0 l\u2019AMF.","_yoast_wpseo_meta-robots-noindex":"","_yoast_wpseo_meta-robots-nofollow":"","_yoast_wpseo_canonical":"","footnotes":""},"class_list":["post-2961","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Politique de traitement des plaintes | BK Financial Services<\/title>\n<meta name=\"description\" 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